My husband (who is blind) and I wanted to book Eurostar from London to Avignon in August. I am entitled to a discounted blind companion fare, but it can only be booked by phone and at the height of holiday season it was impossible to get through. My husband eventually did, but when he asked to hold the booking because he could not read out the card details, the agent said she could not do so and that I had to call. But I couldn’t get through so, anxious to travel on the dates I was off work, we bought tickets believing Eurostar would give us the discount when we could get through.

When I spoke to an agent at the end of July I was told the tickets were non-refundable and that we should have persevered on the phone. After 10-plus hours on the phone, and having to book £438-worth of tickets that should have cost us less than half that, I am left with a bitter taste in my mouth. SK, Hackney, London E8

We gather that an error was made by the adviser and that you did not receive the correct information. Eurostar said: “We absolutely want to make booking and travel as easy as possible. A special assistance policy, available on our website, details fares for those with special travel needs. It appears that SK was misinformed and we will contact her to arrange a refund on the amount she overpaid, as well as offer a gesture to compensate for the time she has spent on resolving this.”

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